Case #1125 — Marlow London

Ref order numbers #1887 and #1888 Hi there I would like to return my orders (numbers above) - they have not been opened and are in my he condition they arrived m. Could you tell me how to return them, please? I thought they were going to arrive sooner and so do not need them anymore as I have just returned from my holiday. Thanks Sarah Sent from my iPhone

Hi there I would like to return the items and get a full refund, please. Could you tell me why this isn't one of your options? Thanks Sarah On Mon, Aug 3, 2026 at 1:01 PM <support@marlow-london.com> wrote: > Hi Sarah, > > Thanks so much for reaching out, and I completely understand. It's > frustrating when timing doesn't work out the way you hoped. > > The good news is we've got three options, and you can pick whichever works > best for you: > > 1. A free item of your choice from our collection here > https://marlow-london.com/collections/all > 2. A free replacement of the same tankini in a different colour or size > 3. 10% back, and you keep the items > > Which would suit you best? Just let me know and I'll get it sorted for you. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Dear Anna, No thank you, I'd like a full refund. Kindly let me know where to return the items to and how the refund will be processed. Thanks Sarah On Mon, Aug 3, 2026 at 3:22 PM <support@marlow-london.com> wrote: > Hi Sarah, > > Rather than get into the why, let me offer you something better: I can put > 20% of what you paid back to your original payment method for both orders, > and you keep the items - nothing to send back. Would that work for you? > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi, Thanks for clarifying that, I appreciate your honey but I am entitled to a full refund, which is about £80 so I would like a full refund, please. Thanks, Sarah On Mon, Aug 3, 2026 at 3:39 PM <support@marlow-london.com> wrote: > Hi Sarah, > > I hear you, and I want to be straight with you: we don't do postal returns > - there's no address to send these back to, so that isn't something I can > offer. > > What I can do is put £59.95 back to you across both orders, and you keep > the items - nothing to send, nothing to pack. That's the strongest I'm able > to go without a physical return. > > Would you like me to go ahead with that? > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi there, I have just checked and a full refund would total £79.90. Under the UK Consumer Contracts Regulations 2013, my right to a full refund for an online purchase cannot be overridden by the lack of a dedicated returns address. I note from your official Contact Information Page that your registered corporate address is Schollenbrugstraat 15 1, 1091 GA Amsterdam, Netherlands . If you do not provide a valid return address, a prepaid return shipping label, or process my 100% full refund within 48 hours, I will contact my bank to initiate a Chargeback dispute for breach of consumer law. This email thread would be used as evidence that you are actively blocking my legal right to cancel and return the items. Kindly confirm how you will be refunding the £79.90. Many thanks, Sarah On Mon, Aug 3, 2026 at 3:42 PM Sarah Reynolds <sarahreynolds2910@gmail.com> wrote: > Hi, > > Thanks for clarifying that, I appreciate your honey but I am entitled to a > full refund, which is about £80 so I would like a full refund, please. > > Thanks, > > Sarah > > On Mon, Aug 3, 2026 at 3:39 PM <support@marlow-london.com> wrote: > >> Hi Sarah, >> >> I hear you, and I want to be straight with you: we don't do postal >> returns - there's no address to send these back to, so that isn't something >> I can offer. >> >> What I can do is put £59.95 back to you across both orders, and you keep >> the items - nothing to send, nothing to pack. That's the strongest I'm able >> to go without a physical return. >> >> Would you like me to go ahead with that? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >

Thanks so much Anna, I appreciate it. And thank you for the apology, we all have instructions we have to follow so I do understand. I’ll make sure the money lands by the end of the week and if it does there’ll be no need for me to contact the bank. Thank you Sarah Sent from my iPhone > On 3 Aug 2026, at 16:15, support@marlow-london.com wrote: > > Hi Sarah, > > I've now refunded both orders in full - #1887 and #1888 - £79.90 in total, back to your original payment method. It's done, not pending, and you'll see it in your account within 3 to 5 business days. You don't need to send anything back; please keep both items. > > I'm sorry it took this many messages to get here. You asked for a full refund from the start and you were right to keep pushing - that's on us, not you, and there's no excuse for making you go round in circles for it. > > Since the money is already on its way back, it's entirely your call whether you'd still like to take it further with the chargeback - just flagging it in case it's useful to know. > > Thanks for your patience with this. > > Anna > Customer Care Team > Marlow London